SHELLEY WALLACE

469-***-****

ad4x9a@r.postjobfree.com

PROFESSIONAL SUMMARY

To obtain a stable and professional position with your company. I can prove to be a great asset with 13+ years of customer service, management and administrative skills to improve quality and cost control. I am an individual and team player who is mentally able to take on any task or deadline. Effective management skills in building highly-motivated teams and cross training in a fast-paced environment.

SKILLS

Skilled Trainer Customer Focused Inventory Control

Time Management Skills Effective Problem Solver Exceptional Phone Etiquette

Effective Workflow Management High Customer Service Standards Microsoft Office Suite

Interpersonal Communication

EXPERIENCE

Customer Service

State Farm- Richardson, TX

03/2019- 09/2021

●Assistance for Employees with Auto and life insurance

●I gave excellent customer service

●Coordinate with customer to find best solution

●Was part of team leaders

●Was part of supervising and taking parts to get license to become agent

Customer Solutions Manager

Regus – Addison, TX 3/2019 – 1/2018

●Ensure my team of 8 provides world class customer service while assisting the client

●Monitor, take ownership and resolve escalated Regus customer issues

●Coordinate with customer to find best solution

●Ensure team members adhere to corporate policies, procedures and “best practices”

●Troubleshoot inquiries

●Keep ahead of industry developments and apply best practices to areas of improvement

Collector/Trainer

RGS – Dallas, TX 6/2017 – 1/2018

●Collecting past due accounts for several campaigns

●Training new employees per company protocol

●1st and 3rd party collecting as well as skip tracing

Collector/Trainer

Credit Protection Association – Dallas, TX 6/2016 – 8/2015

●Cross-trainer and back up for management

●Establishing debt repayment

●Maintain service levels and productivity daily

●Answered inbound and outbound calls in a timely manner

Store Manager

PLS Financial – Dallas, TX 4/2012 – 8/2015

●Responsible for daily store operations

●Lead, train and motivate employees

●Ensure daily goals, sales and objectives are met

●Raise expectations of customer service

Store Manager

Ace Cash Express – Dallas, TX 4/2010 – 4/2012

●Oversee personnel and service operations

●Maintain store safety and security

●Maximize profits and manage inventory

Mortgage Specialist II

Bank of America – Dallas, TX 6/2005 – 4/2008

●Assisted homeowners with mortgage payments

●Researched compliance laws for deeds

●Performed special projects as instructed

●Met daily company metrics via service, time and productivity

●Investigated and resolved customer issues and complaints

EDUCATION

Bachelor of Science: Business Management - Currently Enrolled

Phoenix University: Phoenix, AZ

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